This issue may occur when a new version of cloudExtend has been released and is pending an update from your browser.

Try the following steps in the order presented. If the 1st step does not solve the issue move to the 2nd, etc.

  1. Reload your App by right clicking with your mouse and selecting 'reload'.

2. Microsoft Windows User? 

If you face an issue with loading the app and just see three dots, follow the
instructions to fix the issue

  • Close your Outlook client
  • Clear your Internet Explorer browser history & cache (see the steps here)
    IMPORTANT - while you may not use Internet Explorer as your default browser Microsoft Add-Ins do use it. Be sure you are clearing the cache for Internet Explorer, not Edge, Chrome, Firefox, etc.
  • Re-open Outlook client and open the App

    If above did not resolve your issue then follow the steps outlined in this Microsoft article (find the section title "Changes to add-in commands including ribbon buttons and menu items do not take effect"). In short, you will be asked to do the following:
  • Backup and then delete the contents of the folder %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\

3. Mac OS user?

If you're working on a Mac and the first step above did not work then continue with the steps below.

Option 1

  • First, identify your default internet browser (Chrome, Safari, etc.) and clear the cache. 
  • Try to load CloudExtend again. 

Option 2

If Option 1 did not resolve your issue then follow the steps outlined in this Microsoft article (below for reference)

  • Exit Outlook
  • Start the Finder application and click "Go" in the menu bar to get to your Library folder (if your library folder is hidden hold down the option button on your keyboard)
  • Now open the Library folder and navigate to Containers and find the folder called com.Microsoft.OsfWebHost
  • Backup (you can copy this folder to a new folder for backup purposes) and then delete the content of the folder /Users/{your_name_on_the_device}/Library/Containers/com.Microsoft.OsfWebHost/Data/.
  • Exit completely out of Outlook and then reopen go back in.

Option 3

Exit Outlook
If option 2 did not resolve your issue then run this command from Terminal (replace YOURNAME with your Mac username

rm -r /Users/YOURNAME/Library/Containers/com.Microsoft.Outlook/Data/Library/Caches/WebKit/

If the rm command is not found your path variable may have been set. Check with your admin before running the command below as this will reset your path.

export PATH=/sbin:/bin:/usr/sbin:/usr/bin


If none of the above solves your issue then create a support ticket here.

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